Across
- 6. Fully concentrating on what is being said rather than just passively "hearing" the message of the speaker.
- 8. When you feel and express the same feelings as the person and agree with them.
- 9. The capacity to be aware of, control, and express your emotions, and to handle the interpersonal relationships judiciously and empathetically.
- 10. The way you say things and the feelings expressed in your voice.
Down
- 1. Providing information to caller and assuring them that they can trust the information that is being given and provides resources to find said information.
- 2. Your overall sound, character, or personality.
- 3. Offer a solution that addresses the issue and take action to find a resolution.
- 4. Understanding the root cause of the issue to prevent similar problems in the future.
- 5. Hear the caller out, empathize, apologize and take responsibility.
- 7. Your ability to understand or share a person's feelings